Andrea J. Bross Email & Phone Number

Us

Front Desk Receptionist and Administrative Assistant at MSPHandle heavy inbound call volumeRespond to customer inquiries and requests via text, email, and telephoneDocument all issues from opening of ticket to resolution of issueManage Dispatch Desk, setting up schedule of appointments for technical service, both remotely and onsiteMonitor issues and create tickets using AutoTaskTrack serial numbers and machine data using MS Excel and WordCommunicate feedback to colleagues and CEO, both verbally and via emailConduct weekly team meetings to discuss outstanding tickets, issues, and resolutionsAlso manage accounts receivable, deposit of funds, and collection calls

Handle reception area, greet clients and visitors, and answer and direct telephone callsCreate correspondence, reports, and documentation updates, using MS Word, Excel, and PowerpointMaintain database of clients and customers, using ACT!Manage Help Desk, answering customer queries and taking product ordersRoute incoming mail and send out packagesMaintain inventory of office supplies and keep equipment in working conditionSet up meeting rooms, order food, and provide needed documentation and video equipment

Joined Marketing Performance Insights team in a quality assurance writing capacity, writing test cases for new marketing products. The new tools provide performance tracking, analytics, and customized solutions to clients, vendors, and their customers.

Armonk, New York, Ny, Us

Accomplished and creative Quality Assurance Engineer at the IBM campus in Littleton, Mass. Working with a team of 16, performing manual testing of Java-based project management software in an Agile environment. Develop, modify, and execute Test Plans. Write test cases and procedures and document all findings, using JIRA and Excel. Collaborate with quality assurance teams in US, Pune, and Minsk to determine best way to test issues. Verify all corrections and fixes. Maintain spreadsheets of progress and status reports. Mentor members of teams in other countries.

Quality Assurance Team Lead at Boston-area E-Learning company, producing web-based science curriculum for grades K-8. Provided mentoring and guidance to a team of three. Prioritized and scheduled proofing and functional testing of Science Fusion software for grades K-8. Responsible for copy-editing, proofreading, and fact-checking of text for errors in content, as well as performance and functionality of software and tools. Followed Chicago Manual of Style, internal QA guidelines, and the clients' particular formats and layouts to produce a high-quality, user-friendly product. Implemented test strategy, test cases, and use cases. Logged all open bugs and issues using JIRA, and tracked and verified corrections and fixes. Wrote reports of findings using Excel and Google docs to allow information to be shared and updated. Created Release Notes for each version of the software. Worked closely and coordinated with the production team to streamline the workflow from early rough drafts through to “Gold” edition of product. Communicated with authors to correct and improve scripting. Maintained quality assurance schedules and conducted weekly status meetings to ensure the work was on track and we would meet the expected deadlines.

Responsible for quality testing of an application based on a J2EE technology stack, with an Oracle database and a rich GUI interface, delivered as a SaaS option to Silverlink’s clients: Health care providers, PBMs, and health insurers, including 5 of the nation’s largest health care companies.Worked closely with the audio production department testing a library of utterances, names, and drug formularies as part of Silverlink’s voice user interface improvement program. The resulting library of processed audio remains the largest ever assembled outside of Silicon Valley, representing over 250,000 audio files in two languages and three regional dialects.Possess experience with QA of multi-modal health care communications. HIPAA certified. Worked with encrypted SMS text messaging services, as well as ASR (Automatic Speech Recognition) and TTS (Text To Speech) engines. Well-versed in the composition of test cases, test plans, and execution of corporate testing strategies.

Organized new design and revamping of website. Made the site more easily searchable and set up online ordering process. Handled sales inquiries on e-commerce site for laser products and software. Developed advertising efforts, creating solicitation and order-processing workflows. Set up trade show exhibits and advertisements. Graded clients for sales force organization, using ACT! Contact Manager DB. Managed corporate finances and billing.

London, Gb

Played integral part in transition/moving project when Addison-Wesley Longman relocated to Boston after being acquired by Pearson Education. Calmed a lot of nerves and helped to make people more comfortable in their new surroundings. Specialized in "Service With a Smile." Managed Help Desk, handling customer service calls and requests for IT and facilities support. Set up and organized cocktail party at springtime "Welcome to Boston" event and arranged an English-style tea the following spring. Wrote copy and took photographs for online company newsletter. Acted as administrative assistant to the Director of Facilities.

Psychology & Early Childhood Education

Administrative Arts, Information Technology And Services

High School Graduate, College Bound Senior